Service Support Manager

Stevanato Group
IT - Piombino Dese
June 8, 2025

We are looking for a Service Support Manager responsible for leading the service support team and leading the service business strategy from the identification and prioritization of Customers' requirements to the resolution of Customers' requests, in order to deliver high quality services and enhance a sustainable customer relationship in accordance with applicable standards, quality, HSE and corporate global and local guidelines and procedures.

KEY RESPONSIBILITIES:

1. Service Management
Oversee day by day customers support operational activities, ensuring system updating and monitoring the requests and customers response status.
Define systematic approach to customer request management and drives corrective actions, to provide the customer with the expected level of services and a standard qualitative level of response.
Ensure routine maintenance through remote or on-site activity and manages risks by identifying the root causes of problems and addressing possible solutions to avoid repeating the problem in the future and to continuously improve processes.

2. Project Management
Drive actively and proactively all the project phases, providing the project team with delivered actions, acting as enabler of synergy and efficiency across the processes involved.

3. Reporting and Monitoring
Monitor promptly performances and KPIs, identifies improvement and critical areas, sets up contingency plans, in accordance with the strategy, as well as inputs provided by Business leader above to foster sustainable growth, managing risks appropriately.

4. Guidelines and Document Management
Identify guidelines, policies, and procedures to guide all after-sales processes according to the approved strategy, ensuring the appropriate implementation.
Guarantee all project documents and reports are compliant with the applicable standards and requirements.

5. Budget Management
Manage the assigned budget, proposing to the level above the relevant periodical review.

6. People Management
Manage the service team, maximize team efficiency and level of expertise, foster effective training, talent management, career path and succession plan, applying continuous improvement approach.
Drive high level of commitment on results achievement, engage the team in acting according with company values and principle.

7. Relationship Management
Establish regular and proactive communication with both internal leaders, teams and relevant stakeholders ensuring a constant alignment on tasks, documentation, and deadlines.
Effectively builds relationship with the customers to facilitate the technical issues resolutions as well as ensure the high level and the optimization of service provided, liaising also with government agencies where required to obtain necessary approvals prior to start-up.

Requirements for application:
Education: Engineering or another Technical Degree
Languages: English and Italian, both fluent
Experience: 5+ years of experiences covering a leading role in Commissioning and After-Sales for a Multinational Corporation
Knowledge of commissioning and service processes
Knowledge of Technologies and Production: process, products, features techniques
Knowledge of applicable standards such as ISO GMPs, FDA etc.
Knowledge of HSE Management System: process, features, techniques
Basis of Risk Management: methodologies, techniques, tools and applications
Knowledge of Quality Management System: process, features techniques
Project Management: methodologies, techniques, tools and applications
Analysis and Reporting: techniques, tools, applications
Documents Management
People Management: methodologies, techniques, tools and applications

Equally essential:
Excellent interpersonal, communication skills
Strong leadership skills
Outstanding customer service
Goal orientation
Stress and time management

Read the full job description and apply online on the recuiter's web-site

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